Colin Shaw

Where Does Your Customer Experience Begin and End?

Where does your customer experience begin and end? What is the emotional state of your customers as they begin an experience with you? It...

First, Define What a Valuable Experience Is for Your Customers

About nine years ago, when I was senior vice president of Customer Experience at one of the largest global telecommunications companies in the world,...

Don’t Ignore Your Customers’ Emotions

Do you think customer emotional reaction to your service plays an important role in whether the customer will buy from you or use you...

“Inside Out” Corporate Behavior: Airlines Take Passengers for a Ride Before the Flight

"Did you have a good flight?" This is the usual question that everyone is asked when they come back from a long-distance vacation. For...

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